Refund policy

Returns

  • We stand behind our products 100% and strive to ensure every customer is thrilled with their purchase. If there is an issue with an order, we will do our best to make it right.
  • Items are insured and shipped via USPS Priority Mail. If an item is lost or damaged in transit, USPS must complete an investigation before a refund can be issued.
  • Please double-check your address before ordering. If an order needs to be reshipped due to an address error, shipping will be charged at the original rate. 
  • We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. No refund will be issued for items returned without approval from White Mouse Candles.
  • Please inspect your order as soon as it arrives. If your items were lost or damaged in transit, we will offer a replacement of the same item or a refund to your original payment method after we review and approve your request.
  • If your items arrived broken or defective, please send a picture of the item to whitemousecandles@gmail.com so we can process your refund or replacement.  
  • Items that have been used or damaged cannot be returned, replaced, or refunded.
  • In order to process a refund or exchange, items that are not damaged or defective must be returned in the same condition they were received. There is a 10% restocking fee for these items, and customers pay return shipping. 
  • We cannot accept returns of customized items.
  • Returns must be sent in the original packaging. Please take care to wrap and protect items with the original packing peanuts or another suitable material. When a box is packed properly, it shouldn’t make a sound when shaken. If it does, the items need more padding.

Refunds 

  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
  • If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
  • If more than 15 business days have passed since we’ve approved your return, please contact us at whitemousecandles@gmail.com.

 

Return address:

White Mouse Candles

1020 Merchant St. #401

Ambridge, PA 15003